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Web Experience News & Analysis

Canadian Marketers, Listen Up: Now Recipients Must Opt-In

digital marketing, Digital Marketing in this Country? Your Recipients Must Opt-In

American marketers may think they have it tough with the CAN-SPAM Act of 2003.

But maybe they should look to their northern neighbors.

On July 1, Canada's own anti-spam act became law. Canada's anti-spam legislation (CASL) puts marketing credibility to the test with a focus on opt-in for those receiving electronic marketing messages -- versus the "unsubscribe," opt-out nature of its American counterpart.

Sending out a commercial electronic message to a Canadian audience or from a Canadian entity? Then you must comply with three requirements: obtain consent, provide identification information and provide an unsubscribe mechanism.

It's like America's law on steroids.

Forrester Wave: No Leaders in Digital Experience Delivery

customer experience, Forrester Wave: No Leaders in Digital Experience DeliveryWho's driving the digital experience train today?

No one, says Forrester.

In its first Forrester Wave for Digital Experience Delivery Platforms, released today, analysts said no vendor offers a truly "end-to-end solution."

"Overall completeness and adoption" in this space is "middling," according to analysts.

Unified platforms are "more myth than reality," they wrote in the Wave.

Despite no leader, Forrester did cite Adobe and hybris (SAP) as "pioneers" that offer the most complete options while IBM and Sitecore "aren't far behind."

Information Architecture: The Engine that Drives Retail

2014-22-July-Steam-Locomotive.jpgUnder pressure from pure play e-Tailers such as Amazon and eBay, brick and mortar retailers are scrambling to defend their businesses. To stay competitive, most have now added an e-Commerce channel. The challenge for many legacy retailers is that e-Commerce has involved a long learning curve and now mobile and web channels have become part of core functionality rather than a cutting edge addition to the brand.  Add to this that many traditional retailers still lack a core competency in the technical nuances necessary to compete effectively with the Amazons and eBays.

CX: It's Not Rocket Science But it's Still Hard

2014-22-July-Kennedy-Space-Center-Rocket.jpgThink customer service is a synonym for customer experience? Think again, suggests Alpharetta, Ga.-based customer experience (CX) consultant Jim Bass. "Customer service happens after the sale. Customer experience starts before the sale," he explained.

Bass stirred a lot of interest on LinkedIn recently with a post that explored the importance of pre-sale processes. The story got more than 15,000 views and 1,674 shares on LinkedIn.

This week, Bass talked with CMSWire to share more insights on CX — including the things companies tend to get wrong and the reasons why so many customer interactions are still so bad.

Nope, CX isn't rocket science. But it's not easy to get right, either.

Master Customer Experience in the New Age of Retail

2014-21-July-Sales.jpgProviding a high quality customer experience is critical for retailers, no matter the sector or audience. Delivering on this goal means more success in sales and more repeat business.

But our ideas around what constitutes a high level customer experience have changed in recent years. In the pre-internet days, it generally meant attentive sales people available to help with in store requests. But in today’s connected world, it’s more often associated with quick page loads, easily navigable sites and rich media.

Real Estate Firm Scales Up Its Global Marketing Efforts

Thumbnail image for 2014-18-July-Cary-Sylvester.jpg

By 1985, two years after Gary Keller and Joe Williams set up their first realty office, it was already the largest brokerage in Texas. Today, Keller Williams is going global, raising significant technology challenges in marketing, business process management and governance.

At the center of that tornado is Cary Sylvester, the company's Austin-based vice president of technology, communication and innovation -- a long, but accurate title considering everything on her plate as the company expands to six far-flung locales: Vietnam, Turkey, UK, Indonesia, South Africa and Germany.

"You can tell there's no specific region we've targeted," she explained. "Once we find the right people, and if their culture is one that will really embrace and adapt to our models, and they want our models, that's the country we'll go into."

Getting Comfortable with Google Analytics

Not everyone is destined to be a Google Analytics expert, but armed with a little knowledge and access to a few standard reports you can learn more about your audience, their interests and how they engage with your brand.

This Week: Apple, IBM Partnership + Forrester's Fast Track to Apps

CXM's Mobile Dependency
Customer experience programs lacking mobile emphasis are destined for failure.

Forrester: Get Moving on Apps
Need faster app development? Forrester cites a process that gets it done. 

What Really Matters in Web CMS 
In web CMS, it’s not what the product is written in, but how it’s written that guides flexibility.

Apple and IBM. Yes, Indeed
The powerhouses announced a partnership that's shaking the mobile enterprise.

Social Business Works
There is value after all in making collaboration a priority.

Microsoft's World Cup Perfection
Find out how Microsoft’s Cortana was 15-for-15 in FIFA World Cup play.

4 Key Factors to Consider to Take Your eCommerce Global
Localizing, logistics, barriers and customer support.
Download the White Paper

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Mine Competitor's Data to Improve Your Online Marketing

2014-18-July-Eavesdropping.jpgIn the dynamic world of online marketing, it's important to have a solid and current understanding of your position in the competitive landscape. When you know your competitors' efforts in Pay Per Clicks (PPC) and SEO you can use that information to inform your online strategies. Let's take a look at the tools and strategies that can help improve your online marketing efforts with competitive intelligence.

Marketing Faces a Publishing Problem

2014-18-July-White-Water-Rafting.jpgThe only constant when customers move from one channel to the next, from their smartphone to their laptop, is the content -- the way it is delivered, and the way it’s consumed. In essence, omnichannel experiences come down to a publishing problem.

News Bites: Content for Marketing, Product Idea Tester, More

NEWS BITES.jpg

This week: Forrester on content, AvePoint's content integration with Box, a product idea tester for consumer packaged goods and a report on mobile ads.

Marketers Like Oracle Cloud's Summer Releases #interact14

Thumbnail image for Thumbnail image for 2014-17-July-John-Stettle.jpg

It's one thing to spend a couple of billion dollars acquiring digital marketing technologies and another to make them truly useful to today's marketers.

Nobody knows this better than companies like Oracle or Adobe, who went on multiyear shopping sprees to beef-up their capabilities in email management, social listening, customer analytics, email management, omnichannel messaging and other areas. The big question was could these companies quickly integrate these products in a meaningful way amid a fast-changing marketing industry.

Oracle, a newer player in the "marketing cloud" arena, showed off a series of its summer releases today at its Interact 2014 show in San Francisco, drawing boffo reviews from many of the 1,000-plus marketers in attendance. Clearly, the unofficial theme of the conference is "we are very, very good at integrating," as marketing cloud General Manager Kevin Akeroyd told us last evening.

Reinventing Digital Asset Management

Thumbnail image for 2014-17-July-Clone-Faucets.jpgWhen one compares the user experience of something like Mail Chimp to digital asset management software, it’s easy to see why people complain that DAM software can be cumbersome to use.

And while DAM vendors scramble to repaint their UIs and, in at least a few cases, turn their backs on their legacy apps in favor of flavor-of-the-month “DAM Lite” variants, it’s clear that DAM vendors might not really understand the problem. The issue isn’t that DAMs are ugly, the issue is that the very paradigm upon which we’ve built these systems has become obsolete and, therefore, cumbersome.

3 Barriers to Delivering Omnichannel Experiences

2014-17-July-Caught-a-Fish.jpgI was recently searching for fishing rods for my 5-year old son and his friends to use at our neighborhood pond. I know nothing about fishing, so I needed to get educated. First up, a Google search on my laptop at home. Then, I jostled between my phone, tablet and laptop visiting websites, reading descriptions, looking at photos and reading reviews. Offline, I talked to friends and visited local stores.

The product descriptions weren’t very helpful. What is a “practice casting plug”? Turns out, this was a great feature! Instead of a hook, the rod had a rubber fish to practice casting safely. What a missed opportunity for the retailers who didn’t share this information. I bought the fishing rods from the retailer that educated me with valuable product information and offered free three to five day shipping.

What does this mean for companies who sell products across multiple channels? 

RelateIQ Buy Could Patch Salesforce's Analytics Gap

customer experience, Will Salesforce's RelateIQ Acquisition Patch its Data Analytics Gap?

Salesforce's $390 million acquisition of RelateIQ this week strengthens the CRM giant's customer data analytics offerings and could boost its marketing suite, industry analysts told CMSWire.

Salesforce Founder and CEO Marc Benioff (left) on Monday gobbled up the Palo Alto, Calif.-based provider that claims it's known for driving "relationship intelligence," rather than "relationship management."

"Salesforce needed to deepen its analytics offerings significantly, and this acquisition will do that," Michael Fauscette, group vice president of SBS for IDC, told CMSWire this week. "In particular, marketers/companies are looking for insight on prospects and customers to better market, sale and service those relationships."

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